Sr. Director, Technical Account Management and Customer Engagement

Join Axon and be a Force for Good.

At Axon, we’re on a mission to Protect Life. We’re explorers, pursuing society’s most critical safety and justice issues with our ecosystem of devices and cloud software. Like our products, we work better together. We connect with candor and care, seeking out diverse perspectives from our customers, communities and each other.

Life at Axon is fast-paced, challenging and meaningful. Here, you’ll take ownership and drive real change. Constantly grow as you work hard for a mission that matters at a company where you matter.

Your Impact

As the leader of the Technical Account Managers (TAMs) and support you will directly lead multiple teams that support customers with various product focus areas, having an emphasis on cloud-based software. Your team will be comprised of TAMs onsite at customer locations as well as remote support engineers. You will be accountable for driving the delivery of exceptional technical support and ensuring the successful adoption of Axon's products and services within public safety and adjacent customers. Your leadership will play a crucial role in enhancing public safety and enabling law enforcement agencies and other customers to leverage technology effectively for mission-critical operations. You are the subject matter expert on all Axon products and services, you are a problem solver developing creative solutions to complex problems and advising agencies on recommended next steps and best practices. You navigate the internal Axon network on behalf of your team and for the benefit of the customer. You are strategic and tactical, simplifying the complicated and understanding the downstream impact of decisions. You serve as a change agent who identifies agency pain points and helps with software adoption, crisis manager who responds to urgent technical support needs, and agency advocate within Axon.

What You’ll Do

Location: Hybrid into one of our city hubs: Denver CO, Seattle WA, Scottsdale AZ, San Francisco CA, Atlanta GA, Boston MA. Travel up to 30%

Reports to: Global PSO & Support Leader
Direct Reports: Up to 10

• Ensure team managers and individual contributors have deep understanding of Axon products, particularly complex software solutions and unique customer configurations
• Achieve mastery on Axon's products and services, assisting team members in resolving complex issues and customer interactions
• Get to know customer executive / command staff to act as escalation point for concerns
• Handle escalations for challenging customer issues and crisis situations, ensuring timely resolution and maintaining high customer satisfaction, communication across internal key stakeholders, and clear follow-up actions
• Provide strategic leadership and direction to Managers of the technical support staff, guiding their efforts in delivering top-notch technical support and fostering strong customer relationships
• Collaborate with internal cross-functional teams, especially sales, customer success, and product to develop and implement strategies for efficient technical support delivery, customer satisfaction, and product adoption
• Monitor the performance of your direct reports and their team’s leveraging metrics, analyzing results, and implementing improvements to enhance service quality and efficiency
• Cultivate a collaborative team environment, promoting knowledge sharing, skill development, innovation, and professional growth for the team
• Develop and continuously improve technical documentation and job aids to facilitate understanding, repeatability, and quality of processes
• Remain organized and focused on removing obstacles through creativity and adaptation to rapidly changing circumstances
• Facilitate regular team meetings and conduct 1:1 check-in with team
• Maintain familiarity with relevant Axon Academy content and leverage for training
• Lead by example in delivering candid messages to customers, exceptional customer service, and technical support
• Responsible for developing, maintaining, and improving team’s processes, training and workflows
• Go on-site to the agencies to provide assistance and help as needed
• Provide regular reporting and communication to senior leadership on customer escalations, trends, potential and realized pain points, team performance, project status, and other key metrics
• Champion a culture of collaboration, respect, and continuous learning, promoting diversity and inclusion and supporting team members' personal and professional growth
• Foster a culture of innovation, encouraging team members to identify new opportunities for business growth and development and driving the development of new ser